Blog Customer story
Punktid went chat-only and cut support costs by 75%
Estonia’s largest online computer game store replaced Zendesk with Askly, moved all customer support into chat and cut its support costs by 75%.
- 75% smaller budget on multilingual support
- 50% of requests resolved in under 5 minutes
- <10 s for AI answers to frequent questions
Punktid, Estonia’s largest online store for computer games, cut its support costs by 75%. It replaced Zendesk with Askly and moved all customer support into one channel: chat.
Why 4 support channels were too many
Before the switch, Punktid had to be available on 4 channels. Its CEO explains why that had to change:
“Managing different communication channels became difficult and costly. We had to be available by phone, email, chat and Facebook. We took a bold step and, with Askly, focused only on chat. It paid off.”
Hannes Niid, CEO of Punktid Technologies
To improve support, the team overhauled its whole communication strategy. The goal: fewer channels, better quality and more automation.
How Punktid moved all support into chat
1. A single support channel on the website: Askly chat
Punktid removed its phone number and email address from the website. Instead, a “Customer support” button in the footer opens the chat.
Every customer request now goes to the website chat. With email and phone gone, managing support got much simpler.
The AI agent answers frequently asked questions in under 10 seconds, 24/7, in the customer’s language. More complex questions go to a support agent.
The team has 2 support agents. 80% of replies aren’t typed: they come from a database of saved quick replies.
That keeps support fast and consistent. The team lead keeps an eye on the analytics and makes sure the quick-reply database stays accurate.
Focusing on one channel made support faster, more efficient and better, for the team and for customers.
2. Real-time translation to cut costs and hire outside Estonia
The Punktid website is available in 7 languages. With Askly, customers can ask for help in their own language.
Support agents write in their own language, and real-time translation lets them help every customer. So Punktid can hire support agents outside Estonia.
The results: support costs down 75%
- Support costs are down 75%.
- 50% of requests are resolved in under 5 minutes.
- Frequently asked questions get an AI answer in under 10 seconds, 24/7.
- Support is multilingual, customer-friendly and cost-effective.
- Punktid can hire support agents without language barriers, including from countries with lower labor costs.
- Site visits got longer, because support happens right on the website.
“Our goal is to offer a consistently smooth customer experience to gamers and enthusiasts looking for the best video games and gift cards.”
Hannes Niid, CEO of Punktid Technologies
Next, the team plans to make support even more efficient and more automated, while keeping quality high.
How many support channels does your team juggle today?
